Modification of Visiting Process in Out Patient Department of Ophthalmology and Satisfaction

• Main Authors: Patrick Joi Tsang Shum, 岑在增
• Other Authors: C. Y. Tsao
• Format: Others
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/20876429241992576827

碩士 === 長庚大學 === 企業管理研究所亞太營運管理組 === 100 === The literature on patient dissatisfaction with health care reported by patients having to wait a long period of time in the office and several studies have documented the negative association between increased waiting time and patient satisfaction with primary care. The patient satisfaction is likely to be the strongest basis for building loyalty to the hospital. Therefore, the minimal time for a successful visit most likely reflects an aspect of the physician-patient interaction that is unique to the individual physician. In this study, we set up a standard clinical practice guideline to arrange the appropriate examinations according to the patient’s symptoms which let the ophthalmologists make the diagnosis and management more convenient and shortened the staying times of the patients. The nurse was the key person to differentiate the patient’s complaints who was well trained to recognize and follow the standard guidelines before the study. The modification of the visiting process had been performed for 13 months in the out patient department of ophthalmology. The staying times of the patients were shortened and patient satisfaction was improved significantly. With the analysis of linear regression, there was a negative correlation between the staying time and satisfaction. The standardized care processes do provide a better service to the patient in the hospital and establish a good interpersonal relationship with the patient.